Management makes or breaks a business!

I am on a cruise ship right now. I think we are about 5 miles from Jamaica (Best guess). I took all the kids (Yes all 5 of them – even the 4 month old) and my wife on a 7 day cruise to “get away” for a bit before the Christmas rush took us all in.

The cruise is fun, but being cramped in a “suite” for 7 days get old after a while :)

I wanted to write today about what my children perceived as “unhelpful” people on our cruise ship. Some personnel on the ship were unable to help us with certain things that we needed, and at other times were completely unavailable when we needed information etc. The truth is the people were wonderful and extremely courteous and nice. The reason they were unable to help us was because the ships management had put the personnel in a position where they could not help the customer. Sometimes staff didn’t work between certain hours, other times I was told, “We can’t do that.” and when I asked why we were told they “weren’t allowed to do that”.

This is very common in the business world. How many times have you been to a business where you have said to yourself, “Why don’t they just do this, it would make it so much easier for them and us!”. It really got my thinking. How many times have I not looked at problems from the customers viewpoint. This one thing is so important that is baffles me how some businesses keep on ignoring the customer. I personally am an extremely demanding customer and hence demand superb service from business that I partner with and contract with. This being the case, do I provide superb to our customers?

The answer is a solid YES and NO. Frankly, because of our enormous growth our service has suffered in the last month or so. This is especially painful for me because I care so much that it is perfect. We are not one of those companies that will allow the customer to suffer so that the company can “profit”. We simply can’t find and hire people quickly enough. We are trying to hire at least 20 new support engineers in the next 30 days to bring things up to the level of excellence that I would expect for myself as a customer.

In the past we were excellent in the support arena. We spent the time necessary to make our clients feel our desire to solve their problems. We have to get back to that point and it will take a lot of people and great training to make it happen. We are getting there, but we aren’t there yet. I hate to say that, but it is true. We need 30 more days to get things back on track.

Management and responsibility to the customer are what make or break a business. Management has to enable employees to resolve customer concerns not impede them. Great people, given the proper tools, will propel any business to the top. Give your employees the resources to make your business succeed whether that is more people, better equipment, training, etc.

Thanks,
Matt Heaton / CEO Bluehost.com

6 Responses to “Management makes or breaks a business!”

  1. Ray says:

    Good points, its good to know that you are watching out for those things. So far I have never been told BlueHost could not do something for me. The slowness and occassional outages are getting old, but I can still live with a few “growing pains”.

    Enjoy your cruise…

  2. Ray says:

    You say you are hiring, but I dont see a way to apply or a listing of jobs. I am curious to see what types of jobs you are hiring for. Maybe I have some skills that would fill a need…

  3. Michael says:

    Matt,
    You don’t find it ironic you’re post that your customer support sucks (it does, I’m a customer) from a cruise ship in Jamaica? Come on, get real. If you cared so much you wouldn’t be away taking a week off on a boat. You would be up night and day looking for talent, head hunting from other companies and doing whatever you could. You’re at that “comfortable” point that kills companies. It’s only a matter of time…

    - Michael Ang

  4. John Locke says:

    I spend a considerable amount of time trying to convince potential clients about the importance of customer care. They tell me it is other companies that have the problem not them. My biggest problem is convincing clients that they need to check on how people answer and communicate on the telephone. try telling management that every person who answers the telephone is a sales rep and they laugh at you.

    What you say is right on.

    all the best John

  5. [...] My main blog, Politics in the Zeros, is hosted at BlueHost. They’ve grown hugely this past year, now hosting over 210,000 sites. They’ve had some burps along the way. However I’m quite content to stay with them primarily because CEO Matt Heaton blogs about what the problems are, then explains how they are fixing them. [...]

  6. Ryan Gerardi says:

    Matt – Your growth is obviously tremendous and from what I have read on your blog and in your email announcements I sense that you have the right attitude and vision for living up to the high standard you set.

    I have been a Bluehost customer for just a couple months now. My experience so far has been very good and I trust in your ability to continually improve all aspects of the business.

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